MTA Introduces a New "No-Show" Policy

Effective July 1, 2001, the Mass Transit Administration (MTA) has put in place a new policy concerning "missed-trips" (no-shows) by Paratransit Service (Mobility) customers who fail to keep scheduled ride appointments.

Customer "missed-trips" account for 18% of all Paratransit trips. This is not only very expensive, but it keeps other people with disabilities from scheduling rides and having efficient service.

MTA Paratransit "No Show"/Late Cancellation Policy

The Americans With Disability Act of 1990 allows the Mass Transit administration to suspend paratransit service for a reasonable period of time to customers who have a pattern of missing scheduled trips. Missed trips that are beyond the customer's control WILL NOT be counted against the customer.

BEFORE SUSPENDING A CUSTOMER'S PARATRANSIT SERVICE, THE MTA WILL:

1. Notify the customer in writing of the reason for the suspension of service and what action will occur.

2. Give the customer an opportunity to explain his/her no-shows or cancellations.

3. Following this, give the customer written notice of the decision and reasons for it or that the appeal time has run out.

WHAT'S A LATE CANCELLATION? A Late Cancellation is any pre-scheduled trip which 'is cancelled less than two hours before the scheduled pick-up time.

WHAT IS A NO SHOW? A No-Show is any pre-scheduled trip that is not cancelled and the customer does not board the vehicle within five minutes of the vehicle's arrival. (As long as the vehicle arrives within 30-minutes after the scheduled pick-up time) or the customer refuses to take the trip. This applies to both advance reservation and standing/subscription rides.

WHAT WILL HAPPEN IF A CUSTOMER IS A NO SHOW OR LATE CANCELLATION?

1st MISSED TRIP: A letter or postcard will be sent to the customer stating that this is the first missed trip in a 30-day period and four missed trips in 30 days will cause a seven-day suspension of paratransit service.

2nd MISSED TRIP: A warning letter will be sent stating the dates of the missed trips and explaining that four missed trips will lead to a seven-day suspension of service.

3rd MISSED TRIP: A letter will be sent stating the dates of the three missed trips and telling the customer that the next missed trip within 30-days will cause their service to be suspended for seven days.

4th MISSED TRIP: A final letter will be sent telling the customer that their riding privileges have been suspended for seven days unless he/she requests a review of the incidents and/or an informal hearing. Also standing ride/subscription privileges will be suspended.

WHAT WILL HAPPEN AFTER A SEVEN-DAY SUSPENSION?
Paratransit riding privileges will be restored & a record will be kept of additional missed trips within the next twenty-four months.

WHAT WILL HAPPEN IF THERE IS AN ADDITIONAL FOUR MISSED TRIPS IN ANY 30-DAY PERIOD DURING THE NEXT 24 MONTHS?

• 2nd Four Missed Trips: Two weeks suspension of service
  
• 3rd Four Missed Trips: Four weeks suspension of service
  
• 4th Four Missed Trips: One Year suspension of service

If you have any questions about the new policy, please feel free to contact the MTA's Mobility Service at 410-727-3535 or by email at Mobility@mdot.state.md.us.

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